Customer Success Manager

FreeWheel, a Comcast company, provides comprehensive ad platforms for publishers, advertisers, and media buyers. Powered by premium video content, robust data, and advanced technology, we’re making it easier for buyers and sellers to transact across all screens, data types, and sales channels. As a global company, we have offices in nine countries and can insert advertisements around the world.

Job Summary

Responsible for ensuring high levels of client satisfaction by playing a consultative role for strategic clients. Provides focused treatment to the client for the purpose of securing and retaining an account. Plan, budget, oversee and document all aspects of the specific account assigned. Work closely with upper management to make sure that the scope and direction of each project is on schedule, as well as other departments for support. Works with moderate guidance in own area of knowledge.Employees at all levels are expect to:- Understand our Operating Principles; make them the guidelines for how you do your job- Own the customer experience - think and act in ways that put our customers first give them seamless digital options at every touchpoint and make them promoters of our products and services- Know your stuff - be enthusiastic learners users and advocates of our game-changing technology products and services especially our digital tools and experiences- Win as a team - make big things happen by working together and being open to new ideas- Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles making call backs and helping us elevate opportunities to do better for our customers- Drive results and growth- Respect and promote inclusion and diversity- Do what's right for each other our customers investors and our communities

Job Description

Core Responsibilities: Independently manages customer relationships and oversees the client experience from implementation through the entire client life cycle. Assists more senior Client Success Managers with strategic customer relationships. Regularly engages with clients, including client weekly calls, weekly reports and ensuring service level agreements (SLAs) are met or exceeded. Strategically analyzes potential risks and addresses any potential problems that may arise. Thoroughly tracks details of changes, conversations, interactions, between all teams and the client, including change log communication, risk log communication, agreements of changes and configurations and processes. Ensures implementation plan is built, then formally delivered to the client; including, but not limited to risk management, communication plan, customer support guides, enablement guides, issue management, vendor management and any other customer required documentation to ensure statement of work is met for each assigned strategic client. Manages clients, vendors and internal departments, ensuring proper expectations are established and the required deliverables are produced. Tracks issues and trends then develops and provides the client with mitigation strategies. Collects updates from the various functional teams and consolidate to report to the client. Meets with other departments to communicate interdependencies and requirements from each department; including creating processes, configuration, and ongoing client support. Conducts weekly status calls internally with implementation team and externally with customer stakeholders, to develop client relationships. Ensures follow up to action items within defined timeframe. Consistent exercise of independent judgment and discretion in matters of significance. Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary. Other duties and responsibilities as assigned. Employees at all levels are expected to: Understand our Operating Principles; make them the guidelines for how you do your job. Own the customer experience think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services. Know your stuff be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences. Win as a team make big things happen by working together and being open to new ideas. Be an active part of the Net Promoter System a way of working that brings more employee and customer feedback into the company by joining huddles, making call backs and helping us elevate opportunities to do better for our customers. Drive results and growth. Respect and promote inclusion & diversity. Do what's right for each other, our customers, investors and our communities. Disclaimer: This information has been designed to indicate the general nature and level of work performed by employe